IT Support Desk Technician - 24/7 Help & Onsite Visits

NEXTmsp; Newark Village (IN); Presencial; USD 25.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Certification reimbursement

Descripción de la vacante

NEXTmsp is seeking a highly motivated Support Desk technician to resolve client requests and technical issues, provide technical guidance, and escalate complex problems as needed. The role requires strong problem-solving abilities, customer service commitment, and the ability to manage tickets efficiently.

Responsibilities include on-site client visits, ticket queue management, and collaboration with sales and engineering teams to deliver tailored solutions.

Formación

• Ticket resolution: Independently resolve client requests and technical issues, providing expert guidance and escalating complex issues when necessary.
• Queue management: Monitor and manage the ticket queue to ensure SLA requirements.
• Technical expertise: Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Customer interaction: Maintain professional and courteous communication with clients, ensuring clarity and satisfaction.
• Onsite visits: Conduct onsite visits to client locations using company vehicles.
• Detail-oriented: Accurately document requests and resolutions, tracking progress and ensuring timely follow-up.
• Team support: Assist with support desk functions and perform additional duties as assigned.

Responsabilidades

• Serve as the first point of contact for customers via phone, email, or ticketing system.
• Independently resolve client requests and technical issues, escalating complex problems when necessary.
• Delight clients with a friendly, quick, and helpful experience.
• Conduct onsite visits to client locations using company vehicles.
• Participate in on-call rotation and handle after-hours support as needed.
• Monitor and manage the ticket queue to ensure SLA compliance.
• Accurately document client requests, resolutions, and track progress to ensure timely follow-up.
• Ensure that tickets are not 'stale' throughout the process, aiming for a 95% or higher resolution rate.
• Apply extensive knowledge across hardware and software platforms to troubleshoot a wide range of technical issues.
• Work closely with clients, sales teams, and other engineering professionals to provide top-notch solutions Tailored to client needs.
• Follow SOPs for daily/weekly tasks and security procedures.

Conocimientos

Ticket Resolution

Queue Management

Technical Expertise

Customer Interaction

Onsite Visits

Detail-Oriented

Team Support

Descripción del empleo

NEXTmsp is seeking a highly motivated Support Desk technician to resolve client requests and technical issues, provide technical guidance, and escalate complex problems as needed. The role requires strong problem-solving abilities, customer service commitment, and the ability to manage tickets efficiently.

Responsibilities include on-site client visits, ticket queue management, and collaboration with sales and engineering teams to deliver tailored solutions.